| S1 – Critical | S2 – Significant | S3 – Minor | S4 – Low | |
|---|---|---|---|---|
| Cloud Operations | 24 x 7 | 24 x 7 | 9 a.m. – 8 p.m.1 | |
| Hardware/Software Incidents | 24 x 7 | 24 x 7 | 9 a.m. – 8 p.m.1 | |
| Incident Acknowledgement | 30 minutes | 2 hours | Next business day2 | |
| Customer Status Updates | Every hour | Every 6 hours | Daily | Weekly |
|
1 Same business day: Monday – Friday (Customer's local time zone) 2 Next business day example: If a customer opens an S3 or S4 incident after 8 p.m. on Friday, Teradata staff will respond after 9 a.m. on Monday. |
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